Grievance Policy + Feedback Form For CAP Clients + Volunteers
Cascade AIDS Project (CAP) is always looking for ways to improve our community services and that means we need to hear from our clients and volunteers. Did you have a great experience? Do you have ideas for us? Did you have an experience that you find concerning? Do you disagree with a decision made by CAP staff or a volunteer? All this information is important for us to know. Please answer the questions on the form below to provide written feedback.
Need help filling out the form or want to answer the questions verbally? You can ask CAP staff for help or call Hanna Gustafson at 503-278-3812.
A completed form may be submitted online. You can also download a printable version which can be deposited in drop boxes located in CAP’s lobby or mailed to us at:
Cascade AIDS Project
Attn: Feedback Form
520 NW Davis St., Suite 215
Portland, OR 97209
Grievance Process for CAP Clients + Volunteers
If you have a grievance or disagree with a CAP decision, we are committed to making sure that your concern is addressed as thoroughly as possible. If you feel like you can resolve the problem by talking to a staff person, please do that. If you’ve already tried or are uncomfortable with that approach, please tell us about it by filling out form on this page or downloading a printable version to submit.
If you are filing a grievance, below is a description of CAP’s process so you know what to do and what to expect from us. Please note that:
¨ In no event will filing of a concern, complaint or grievance have any effect upon your receipt of services.
¨ You may choose to have an advocate present for any meetings with the agency. This advocate may not be a Cascade AIDS Project Staff Member and, if any cost is involved, must be provided at your own expense.
After we receive your grievance, here is what will happen:
Step 1: Based on your concern, the form will be forwarded to the most appropriate CAP Manager and the Director of that department.
Step 2: The Manager will discuss the concern with any affected staff members and other members of CAP staff who may
be able to help resolve the situation. The Manager will then make every effort to contact you with information or a decision within 5 business days of the day CAP received your written concern.
Step 3: If a satisfactory resolution is not reached with the assigned Manager, the concern will be reviewed by the
the Department Director. The Director will contact you with information or a decision within 5 business days
after receipt of the materials.
Step 4: If the concern is not resolved with the response of the Director, you may request a meeting with the
Executive Director of CAP by calling Eowyn at 503-278-3811. Our goal, depending on availability, is to schedule
the meeting within 10 business days of your request.
Unfortunately, we aren’t always able to fully address concerns, complaints or grievances to everyone’s satisfaction. If you go through the entire grievance process and are still dissatisfied with the results, CAP will provide you with the information for the relevant organization providing funds via contract to CAP for the services in question. Please note that the funder/contractor will not act as an arbitrator, but can confirm eligibility requirements based on funding source or receive feedback regarding Cascade AIDS Project’s service delivery. If feedback is received by the funder/contractor, it may be shared with CAP in order to remedy the situation.